MADEVIA

— Luxury Botanical Wellness —

Return & Refund Policy

At Madevia, we take pride in the quality of every product we offer. Please read this Return & Refund Policy carefully before placing your order, as it forms part of the terms under which you purchase from us.

 

Due to the personal care nature of our products and for health and hygiene reasons, all Madevia purchases are final. We do not accept returns, exchanges, or refunds on any products once an order has been placed — whether opened or unopened.

We strongly encourage all customers to review full product descriptions, ingredient lists, and usage instructions prior to purchase. If you have any questions about a product before ordering, please contact us at support@madevia.com — we are happy to help.

 

For the safety and wellbeing of all our customers, we are unable to accept the return of any product that has been opened, used, or had its seal broken under any circumstances. This policy applies without exception.

 

While all sales are final, we stand firmly behind the quality of our products and the integrity of our fulfillment process. A claim for replacement or store credit may be considered in the following circumstances:

 

Damaged, Defective, or Incorrect Items

If your order arrives in any of the following conditions, please contact us within 7 days of the confirmed delivery date:

•       The product arrived visibly damaged or broken in transit.

•       The product appears defective (e.g., compromised packaging, unusual appearance or smell upon first opening).

•       You received the wrong item that does not match your order confirmation.

 

Lost in Transit

If your order has not arrived and your tracking information shows no movement for more than 10 business days after the estimated delivery date, your parcel may be lost in transit. Please contact us at support@madevia.com and we will open an investigation with the carrier on your behalf.

If the carrier confirms the parcel as lost, we will offer a replacement or store credit at our discretion. We are not liable for delays caused by circumstances beyond our control, including carrier disruptions, weather events, or force majeure situations.

 

Once a carrier confirms delivery, Madevia's responsibility for that shipment ends. We are not responsible for packages that are confirmed as delivered by the carrier but subsequently reported as stolen or missing from the delivery location.

Recommended steps: Check your full tracking history and delivery confirmation details. Contact the carrier directly with your tracking number to open a missing package investigation. Check with neighbors or building management. If theft is suspected, file a report with your local police department and contact your homeowner's or renter's insurance provider, as stolen packages may be covered under your policy.

If after completing the above steps you have reason to believe there was a genuine carrier error — meaning the package was never actually delivered — please contact us at support@madevia.com with your documentation and carrier reference number. We will review each such case individually and in good faith.

 

To submit a claim under Section 3 or Section 4 above, please email support@madevia.com within 7 days of the confirmed delivery date (or within 7 days of the expected delivery date for lost parcel claims). Your message must include:

•       Your order number

•       A clear description of the issue

•       Photographic or documentary evidence of the item(s), packaging, or tracking details where applicable

Claims submitted after 7 days of delivery, or without the required documentation, will not be eligible for review. We reserve the right to request additional information before making a determination.

 

Upon verification of an eligible claim, Madevia may, at its sole discretion, offer one of the following resolutions:

•       A replacement of the same product, subject to availability.

•       Store credit of equivalent value, applied to your Madevia account.

We do not offer monetary refunds except where required by applicable law. The resolution offered is determined on a case-by-case basis following review of the submitted evidence.

 

Where store credit is issued as a resolution, it will be applied to your account and may be used toward any future Madevia purchase. Store credit carries no expiry date and holds no cash value. Store credit is non-transferable and may not be exchanged for cash under any circumstances.

 

Orders may be requested for cancellation within 2 hours of placement, provided fulfillment has not yet commenced. To request a cancellation, contact us immediately at support@madevia.com with your order number in the subject line.

Once an order has been submitted to our fulfillment partner, Supliful, for processing, it can no longer be cancelled or modified under any circumstances. We are unable to intercept orders once they enter the fulfillment pipeline.

 

Madevia products are formulated for external cosmetic use only and are not intended to diagnose, treat, cure, or prevent any disease or medical condition. Individual results may vary.

We recommend performing a patch test prior to first use. If you experience any adverse reaction, discontinue use immediately and consult a qualified healthcare professional.

 

This policy is subject to and governed by the laws of England and Wales. For U.S. customers, applicable federal and state consumer protection laws remain enforceable where required by law. Nothing in this policy is intended to limit any rights you may have under mandatory consumer protection legislation in your jurisdiction.

 

If you have a concern regarding your order, our customer care team is available to assist:

 

Email: support@madevia.com

Response time: 1–2 business days

Address: Madevia Ltd  |  [INSERT ADDRESS]  |  London, United Kingdom